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Supritha D

• Currently working in Infrastructure Project Management Team as a Project Coordinator.Have taken ownership of project delivery and ensured to exceed client expectation. • Implemented Agile practices leading to reduction of cycle time and elimination of waste. • Drove multiple Innovative ideas which resulted in defect reduction, performance improvement and automation. • Expertise at reporting (Preparing presentations and work on Excel). • Have strong client facing experience.

Key Skills

Project management
Agile & SixSigma Methodology
JIRA
MS Visio & Project
SQL
VB scripting

Professional Experience

Jul 2018
Present
Project Coordinator
IBM India Bengaluru, IN

 
 
·       RFS E2E delivery, project delivery within schedule/cost/budget resulting in SLA Green. 
·       Prepare project plan. 
  • Collaborate and understand business outcomes for Project deliverables and accordingly ensure completion of project.
  • Ensure resource availability and allocation.
  • Conduct weekly meetings with the client to update on the project status and discuss the challenges if any.
  • SPOC for customer communication
  • Risk management, work with stakeholders to mitigate the risk.
  • Execute the project based on SOW signed between IBM and client.
  • Raise a PCR in cases where there is a spill over in the budget/ additional scope of support is needed.
  • To get project sign off from client upon project closure.
  • Raise and Manage change requests.
  • Have worked on JIRA tool for project tracking
  • To update IPWC (IBM Program Work Center) and PGMP (IBM Program Management Portal) accurately.
  • Have contributed towards DNSO (Discovering New Services Opportunity).
  • Prepare weekly Revenue report, Internal/External PSR report, Gantt chart, Burn rate RAG report.
  • Host the Service activation and PM forecast calls and ensure active participation of all the PM’s.
  • Have been managing the Chaperone change requests and liaise between IBM Chaperone Team and Client Change management team to ensure the resource is provided (to visit the DataCenter) and the change request is carried out successfully.

Mar 2015
Jun 2018
Delivery/Quality Analyst
IBM India Bengaluru, IN
 
  • Worked as a DA for a team of 30+ resources.
  • Creation and Implementation of processes, process governance, auditing processes, proposing more effective improvisation techniques.
  • Auditing service desk deliverable regularly to ensure quality deliverable reaches the client.
·       Defining, managing, and monitoring SLA (Service Level Agreement)/SLO for the account and process. ·       Developing Process Behavior Analysis (PBA), conducting team huddles, creating, and publishing weekly/monthly dashboards. ·       Effective Bottom Quartile (BQ) management to ensure team’s performance is always at expected standards. ·       Logging Defect Preventive investigations with solutions, which resulted in reduction of Mean Time To Resolve (MTTR), incoming volumes and enhancement of User Experience. 
  • Conducting regular discussions and sessions with team members to review individual outcome and recommending best practices to improvise the quality of the deliverable.
  • Creating various reports and documentations such as Resources Productivity Report, Audit Reports, Process Document, Client PPTs and Dashboards etc.
  • Participated in weekly/monthly reviews and discussions with clients.
  • Drove an Agile Project to add more efficiency to the deliverable. Conducted Agile trainings for the team.
  • Expert in Queue Management and SLA Management filled in the shoes of Operations-Manager when needed.
  • Defined KPIs along with client to achieve excellence. Managed and measured these KPIs against the deliverable to showcase the quality of the deliverable. 
  • Knowledge and Hands-On RPA-Automation Anywhere tools.
  • Data Analytics using IBM Watson AI tools, Pareto charts, FishBone/Ishikawa, 5-Why Analysis.

Nov 2008
Dec 2011
Technical solution representative
Hewlett Packard Bengaluru, IN
  
  • Handling tickets and provided Level-2 technical support to all end-users.
  • Configuring & Managing DNS, DHCP.
  • Maintaining effective communication and co-ordination with service desk and resolver groups.
  • Ensuring all incidents/tickets are resolved and completed within defined SLAs.
  • Supporting Linux Operating Systems’ queries and issues.
  • Preparing regular reports, CRM reports and sharing with clients.
  • Back-up for all Triage activities which includes handling complaints, incorrect dispatch, rejects, RG D-sats, creating global tickets and interacting with the client regarding the changes in the process of handling global tickets etc.
  • Extending Floor Support and performing a role of Subject Matter Expert (SME) when needed.

Education

Jul 2004
Jun 2008
B.E in KNS Institute of Technology

Certifications

ITIL V3 Foundation
Axelos
Six Sigma Yellow Belt
IBM
Agile Practitioner
IBM

Achievements

Best Ideation Champ Award
Was awarded Best Ideation Champ Award for driving many innovative ideas which resulted in automation, reduction of defects and enhanced end user experience.
Best QA Award
Received the Best QA Award for performing exceptionally well in the Delivery Analyst Role.

Languages

English
(Fluent)
Kannada
(Fluent)
Hindi
(Fluent)
Telugu
(Fluent)
Tamil
(Fluent)

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